Concierge Lead

As Concierge Lead, You Will…

• Ensure the quality of agents moving into production
• Assist in the recruitment process from campaigning internal program job posts, filtering referrals, conducting second interviews, and keeping a track of pre-employment requirements
• Interact with the new hires and respond to initial inquiries
• Support Training and Nesting in providing recognition and training experience
• Ensure the attendance of new hire orientation participants, help in PC deployment, onsite seat plan arrangement, and help in preparations for the new hire experience
• Communicate and coordinate with the new hires about training schedules, as well as coordinate with the Team Leads for any program employee who needs to be welcomed back from LOA or MLOA
• Support any facility or IT-related coordination as well as assisting with client-related tools
• Coordinate roster updates with the recruitment team, and schedules for new hires
• Responsible for updating the Concierge tracker
• Assist in implementing engagement activities and recognition to the program including training recognition, graduation ceremony of new hires, and partnering with trainer on Day 1 attendance
• Partner with the Team Leads on how to effectively get participation from agents and keep track of prizes and communicate it with the winners and respective Supervisors
• Implement the onboarding process for newly promoted support team members, and provide feedback to Concierge Manager for any recommended changes as necessary
• Close the loop for any related pre-employment requirement coordination, and maintain a tracker for operations-related updates in relation to new hires’ onboarding experience
• Responsible for auditing provisioned and unprovisioned licenses in relation to client-tools
• Leverage any implemented initiatives and enforce organization standards
• Work collaboratively with programs and cascade information as necessary
• Mentor and guide team members by monitoring their performance and providing regular feedback and individual coaching to enhance/improve skills needed to meet account specific metrics

Job Type: Full-time

Benefits:

• Health insurance
• Life insurance
• Opportunities for promotion

Schedule:

• Monday to Friday
• Night shift
• Weekends

Supplemental Pay:

• 13th month salary

Experience:

• BPO: 2 years (Preferred)
• Engagement: 1 year (Preferred)

Location:

• Philippines (Required)

Willingness to travel:

• 100% (Preferred)

Work Location: In person